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Skills

  • Data entry
  • Stock management
  • Active listening and empathy
  • Complaint resolution
  • Collaboration with cross-functional teams
  • Client onboarding and retention
  • Escalation management
  • Money handling abilities
  • Shipping procedures understanding
  • Call handling time reduction

Work Experiences

  • Analyzed customer data to identify trends and issues, resulting in the rollout of new services that boosted satisfaction by 56% points.
  • Achieved Innovation Award for surpassing upsell goals.
  • Looked at account and service histories to see if there were any patterns, and then used the information to prevent future problems.
  • Boosted satisfaction by 61% points.
  • Achieved a 45% first-call resolution rate.
  • Awarded Outstanding Service Award.
  • Achieved a 42% reduction in complaints.
  • Analyzed customer data to identify trends and issues.
  • Setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations were all things I helped customers with.
  • Conducted follow-up calls with customers.

Summaries

  • Advanced Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Provides feedback to management and communicates trends and recommendations to customers.
  • When performing duties, use good judgment at all times.
  • Hardworking Advanced Customer Service Representative with 5 years of telecommuting experience meeting customer needs.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Retail Sales Associate with 4 years of customer service experience in fast-paced, dynamic environments.
  • Dedicated to meeting and exceeding metric objectives through effective communication and framework abilities.
  • Adapts quickly to changing seasonal demands, needs, and priorities.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Bring extensive high-call volume experience working with procedure consumers spanning 9 years.

Accomplishments

  • Actively resolved over 6 customer inquiries per day, maintaining an average satisfaction rating of 37%.
  • Initiated customer service best practices that increased team productivity by 54% while maintaining a consistent customer satisfaction rating.
  • Established a customer feedback collection system in 2021, increasing actionable insights from customers by 55% and leading to improvements in customer-facing processes.
  • Secured a 80% customer retention rate through proactive follow-up campaigns and personalized customer care strategies.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Collaborated with cross-functional teams to create a method-based report that reduced customer reporting errors by 75%, improving accuracy and response times.
  • Resolved 3 service tickets monthly, achieving a customer satisfaction rating of 40% by ensuring timely follow-through.
  • Documented and resolved method which led to category.
  • Developed custom reports using procedure for tracking client issues, providing real-time insights to management and reducing overlooked inquiries by 85%.
  • Delivered onboarding support for new clients, increasing retention rates by 73% after three months of service.

Affiliations

  • National Customer Service Association (NCSA)
  • Member, Insight Management Academy - Driving Data-Driven Customer Insights
  • Jaycees
  • Society of Women Engineers
  • American Marketing Association
  • International Call Center Management Group
  • Certified Customer Experience Professional (CCXP) by the Customer Experience Professionals Association
  • Member, Toastmasters International - Focus on Verbal Communication and Leadership Skills
  • Member, AiP Contact Manager Forum - Focus on Innovation and Technology in Customer Support
  • American Association of Inside Sales Professionals (AA-ISP)

Certifications

  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • Adobe Certified Expert (ACE) Power BI
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant
  • Escalation and Incident Management Certification, process
  • Customer Success Manager Certified Professional (CSMCP) - Northwind
  • Sales Manager Certificate
  • Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate
  • Client Relations and Escalation Specialist Certification, Summit Group, 2018

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